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Summary The Lead Medical Support Assistant position operates within the Office of Community Care at the Phoenix VA Health Care System oversees daily assignments, resolves workplace issues, ensures satisfaction, schedules appointments, and maintains workflow. The 2-page Resume requirement does not apply to this occupational series. For more information, refer to Required Documents below. NOTE: This position is currently remote on a temporary basis until the facility secures an on-site office location. Responsibilities Duties include, but are not limited to: Monitors and makes work assignments, provides input on performance, resolves daily workplace issues and maintains efficient workflow. Provides instruction covering a wide variety of topics in healthcare and community care staff training. Identifies and determines training priorities, conducts/administers programs, develops and improves training guidance. Uses knowledge of voucher examiner processes for orientation/validation. Trains clerical, administrative, and clinical staff. Instructs staff on modifying course content/materials. Uses a wide range of teaching methods/tools. Performs a wide range of duties across Community Care Administration. Oversees required administration functions related to assigned staff. Provides customer service with sensitivity and ensure follow-up. Knowledge of medical terminology required. Works independently to accomplish assignments. Complies with Employee Education requirements. Coordinates information, schedules exams, provides policy guidance, resolves issues. Advises patients, and families on HIPAA regulated information. Protects data and follows HIPAA, Privacy Act, VHA Policy, and complies with all safety/fire prevention rules/regulations, using protective equipment when required and provided. Follows applicable federal, state and VA policies regarding data. Provides accurate instruction to educate and correct training deficiencies with VA Phoenix Community Care staff. Act as liaison between MSA and staff in order to resolve day to day conflicts. Responsible for reporting backlogs, difficulties in meeting deadlines, uncooperative physicians, or difficulty in securing information from clinicians or the record. Routinely communicates with physicians, case managers, and other allied health professional staff using sound interpersonal skills and is constantly aware of the sensitive information. Works independently making decisions based on guidelines, precedents and regulations and performs duties in such a manner that only minimal supervision is required. Provides initial and ongoing orientation for Community Care Administration. Training responsibilities include maintaining current knowledge of current policies, guidance and rules as pertains to community care administration Conducts training to community care staff on Community Care consult process and assist in diverting added administrative responsibilities from MSA Supervisors. Takes direction while leading a team by delegating and auditing staff's workload. Adds to efficiency and improvement of workload, adhering on optimizing workflow of the Community Care processes. Work Schedule: Monday - Friday, 8:00 A.M. - 4:30 P.M. Telework: Not Available Remote: This position will temporarily work remotely until office space is available. Virtual: This is not a virtual position. Functional Statement #: 000000 Relocation/Recruitment Incentives: Not Authorized Permanent Change of Station (PCS): Not Authorized Requirements Conditions of Employment You must be a U.S. Citizen to apply for this job. Selective Service Registration is required for males born after 12/31/1959. Must be proficient in written and spoken English. Subject to background/security investigation. Selected applicants will be required to complete an online onboarding process. Acceptable form(s) of identification will be required to complete pre-employment requirements (https://www.uscis.gov/i-9-central/form-i-9-acceptable-documents). Effective May 7, 2025, driver's licenses or state-issued dentification cards that are not REAL ID compliant cannot be utilized as an acceptable form of identification for employment. Participation in the seasonal influenza vaccination program is a requirement for all Department of Veterans Affairs Health Care Personnel (HCP). Complete all application requirements detailed in the "Required Documents" section of this announcement. As a condition of employment for accepting this position, you will be required to serve a 1 or 2-year trial period during which we will evaluate your fitness and whether your continued employment advances the public interest. In determining if your employment advances the public interest, we may consider: your performance and conduct; the needs and interests of the agency; whether your continued employment would advance organizational goals of the agency or the Government; and whether your continued employment would advance the efficiency of the Federal service. Upon completion of your trial period, your employment will be terminated unless you receive certification, in writing, that your continued employment advances the public interest. Qualifications Basic Requirements: Citizenship. Citizen of the United States. English Language Proficiency. MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005, Part II, Chapter 3, Section A, paragraph 3.j. Experience and Education: Six months experience of clerical, office, customer service, or other administrative work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position; or Education. One year above high school; or Experience/Education Combination. Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable. Grade Determinations: GS-7 Experience. One year of experience equivalent to the GS-6 grade level. Preferred Experience: This Community Care Lead Position should have Community Care experience and knowledge of the Consult process. Candidates should be flexible and adaptable to fast paced changes within the Community Care process and the Mission Act. Professionalism, Leadership, Communication and Listening skills are highly recommended. Demonstrated Knowledge, Skills, and Abilities (KSAs). Candidates must demonstrate all of the KSAs below: Advanced knowledge of medical terminology and a wide range of clinical flow processes relating to access to care across multiple clinics, specialties, and/or community resources. Ability to utilize numerous advanced patient systems in support of multiple clinics in an interdisciplinary setting. Ability to organize work, set priorities, and delegate tasks/responsibilities in order to meet deadlines. Skill in communicating with individuals to obtain the desired effect [and coordinating with a variety of interdisciplinary care team staff. Ability to provide staff development and training. Ability to manage staffing requirements, manage workflow priorities, and adjust the flow of work to meet team and patient needs. This includes the ability to follow-up on pending issues and demonstrate an understanding of the impact of incomplete work across multiple clinics. Assignment. The Lead MSA is responsible for the coordination of Advanced MSA assignments and workflow found in an interdisciplinary unit. The Lead MSA is responsible for daily workload assessments, assigning work, and assuring proper staffing coverage; evaluating training records; and determining training needs of MSAs to provide support across interdisciplinary settings. The Lead assists the unit with complex and non-standard procedures, including clinical flow processes related to access to care across multiple clinics, specialties, and/or community resources. Assignments at this level include, but are not limited to: ensuring accurate and timely scheduling of appointments; providing guidance to staff members, to include changes in policies and procedures; creating and maintaining employee work schedules; and acting as a liaison among Advanced MSA staff, patients, and other interdisciplinary staff to resolve day-to-day conflicts.] For all assignments above the full performance level, the higher-level duties must consist of significant scope, administrative independence, complexity (difficulty) and range of variety as described in this standard at the specified grade level and be performed by the incumbent at least 25% of the time. References: VA Handbook 5005/117 Part II Appendix G45. The full performance level of this vacancy is GS-7. Physical Requirements: The work is primarily sedentary with prolonged periods of sitting. The work requires moderate lifting, carrying, pushing, standing; reaching above shoulder; use of fingers; ability to read without strain; ability to hear the whispered voice with or without hearing aid; emotional & mental stability. Education Note: Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for Federal employment. You can verify your education here: http://ope.ed.gov/accreditation/. If you are using foreign education to meet qualification requirements, you must send a Certificate of Foreign Equivalency with your transcript in order to receive credit for that education. For further information, visit: https://sites.ed.gov/international/recognition-of-foreign-qualifications/. Additional Information Receiving Service Credit or Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. Selected applicants may qualify for credit toward annual leave accrual, based on prior work experience or military service experience. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed. During the application process you may have an option to opt-in to make your resume available to hiring managers in the agency who have similar positions. Opting in does not impact your application for this announcement, nor does it guarantee further consideration for additional positions. This job opportunity announcement may be used to fill additional vacancies. This position is in the Excepted Service and does not confer competitive status. VA encourages persons with disabilities to apply. The health-related positions in VA are covered by Title 38, and are not covered by the Schedule A excepted appointment authority. If you are unable to apply online or need an alternate method to submit documents, please reach out to the Agency Contact listed in this Job Opportunity Announcement. Under the Fair Chance to Compete Act, the Department of Veterans Affairs prohibits requesting an applicant's criminal history prior to accepting a tentative job offer. For more information about the Act and the complaint process, visit Human Resources and Administration/Operations, Security, and Preparedness (HRA/OSP) at The Fair Chance Act.